FAQ

Frequently asked questions

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As soon as you’ve spent 15'000 CHF with your metal card, you’ll unlock the travel package, which provides health insurance abroad (including costs for search, recovery and transport services) and cancellation, flight delay and baggage insurance.


In addition to you, people who live in the same household as you are covered by the travel package. If you have underage children, they are also covered — even if they do not live in the same household as you.


If you fall ill or suffer an accident during your booked trip, for example if you break your arm when cycling in Rwanda, and you’re under 80 (sorry!), then this health insurance provides cover for a period of 90 days. ERV will cover up to 200'000 CHF a year for health insurance abroad (Switzerland is not included), provided that you’ve paid for 80% of your travel costs with your metal card.


Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.


If you have an accident or fall ill, you should first contact a doctor and ensure you get treatment. As soon as you’ve recovered (hopefully very quickly!), send the following documents to ERV at schaden_at_erv.ch: a completed claim form (this one if you have an accident, and this one if you fall ill), a detailed medical certificate, invoices for doctors’, medication and hospital costs, plus prescription slips, and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


In the event of a serious accident – like if you break your arm when cycling in Rwanda – the costs of transporting you to the nearest hospital that’s capable of treating you will be covered. You’re also covered in the event of a serious illness or death. If necessary, you’re also insured in the event of a search and recovery operation if you’re classed as lost or need to be rescued. More info here.


The insurance will cover up to 100'000 CHF a year for transport costs and 100'000 CHF for search and recovery costs. Both apply worldwide if you have paid for at least 80% of your trip on your metal card. Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.


If possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.


Cancellation insurance protects you if you can’t make a booked flight or train due to illness, injury, pregnancy complications, death, strikes, unrest, major damage to your home, the cancellation of public transport or the theft of travel documents such as your passport or ID card. The insurance covers the actual cancellation costs and, in the event of a delayed start to your trip, it also covers the resulting additional costs. Your global cover amounts to 15'000 CHF a year, provided you have paid for 80% of your travel costs with your metal card.



Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 


Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).


If you miss your connecting flight due to a delay of at least three hours and the first airline is the only entity at fault, the insurance covers the additional costs you incur for continuing your trip (after you’ve asserted claims against the airline), such as hotel costs, rebooking costs and telephone charges. Your cover applies globally (with the exception of Switzerland) and amounts to 1'000 CHF a year, if you’ve paid for 80% of the travel costs with your metal card.


Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim form, proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


Your baggage is insured against theft, robbery, damage and loss during your trip. If your baggage arrives at your destination substantially delayed, we’ll cover the costs for the bare necessities that you need to buy (unfortunately, we don’t cover the costs of a new gravel bike if your own one arrives late for your cycling holiday!). You benefit from global cover of up to 2'000 CHF a year (except within Switzerland) if you paid for at least 80% of the cost with your metal card. More info here.



Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.


If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.

Then, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.


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